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Work Background
Rec Loans 360 LLCFinance Manager
Jul. 2025 - Nov. 2025
Integrated LifestylesOperations Manager
Dec. 2024 - Jul. 2025
Capital OneRelationship Manager
Jan. 2024Plano, Texas, United States
Liberty Mutual InsuranceMedical Processor Manager
Aug. 2023 - Nov. 2023Plano, Texas, United StatesLed, coached and developed a team of Claims Processors responsible for assisting NF and Casualty adjusters in moving the claim toward resolution. Processors initiated IME/IMR referrals, obtained documentation and executed releases, prepared files for litigation and communicated with vendors, attorneys and internal partners. Reviewed processor files for quality, efficient claims handling and proper documentation Managed assignments for Medical IME and Casualty IME processors in Business Lines and Personal Lines. Identified problematic performance and attendance trends and took necessary steps and actions to avoid recurrence. Collaborated with senior department leaders to establish performance metrics and KPI's to be implemented in Q1 2024 Led a Top Performer in the department for Q3 in 2023
Liberty Mutual InsuranceMedical Processor Manager
Aug. 2023 - Nov. 2023Plano, Texas, United StatesLed, coached and developed a team of Claims Processors responsible for assisting NF and Casualty adjusters in moving the claim toward resolution. Processors initiated IME/IMR referrals, obtained documentation and executed releases, prepared files for litigation and communicated with vendors, attorneys and internal partners.
Reviewed processor files for quality, efficient claims handling and proper documentation
Managed assignments for Medical IME and Casualty IME processors in Business Lines and Personal Lines. Identified problematic performance and attendance trends and took necessary steps and actions to avoid recurrence. Collaborated with senior department leaders to establish performance metrics and KPI's to be implemented in Q1 2024
Led a Top Performer in the department for Q3 in 2023
Liberty Mutual InsuranceAssociate Content Strategist
Sep. 2022 - Aug. 2023Plano, Texas, United States• Working with editors, writers, stakeholders, subject matter experts, project managers and other team members to produce content based on business needs • Researching and staying up to date on the latest developments within the business unit, content trends, and intended audience behavior • Updating older content to meet new content standards • Ensuring consistency across all content, from websites to related articles, newsletters, email communication, and training videos • Maintaining a calendar of project deadlines and content launch dates • Overseeing the development and launch of new content channels
Liberty Mutual InsuranceAssociate Content Strategist
Sep. 2022 - Aug. 2023Plano, Texas, United States• Working with editors, writers, stakeholders, subject matter experts, project managers and other team members to produce content based on business needs
• Researching and staying up to date on the latest developments within the business unit, content trends, and intended audience behavior
• Updating older content to meet new content standards
• Ensuring consistency across all content, from websites to related articles, newsletters, email communication, and training videos
• Maintaining a calendar of project deadlines and content launch dates
• Overseeing the development and launch of new content channels
Archer Travel GroupBustillo Travel
Jan. 2022DFWBustillo Travel takes the hard work out of travel. Whether it be a staycation or a trip around the globe, personal or business, land, air, or sea, we'll make sure the experience is unlike any other from when you first dream it until you live it out.
Liberty Mutual InsuranceBilingual Casualty Claims Resolution Specialist
Jun. 2021 - Sep. 2022Plano, Texas, United States• Oversee, investigate, and resolve unrepresented bodily injury claims through effective loss management techniques. • Collaborate with policyholders, witnesses, and claimants to successfully resolve claims and recommend strategies. • Lead negotiations with plaintiffs and defendants to achieve an optimal settlement. • Ensure strong security in the financial processing of claims, information, and claims files. • Direct expert inspections for potential fraud issues by working collaboratively with third-party entities.
Liberty Mutual InsuranceBilingual Casualty Claims Resolution Specialist
Jun. 2021 - Sep. 2022Plano, Texas, United States• Oversee, investigate, and resolve unrepresented bodily injury claims through effective loss management techniques.
• Collaborate with policyholders, witnesses, and claimants to successfully resolve claims and recommend strategies.
• Lead negotiations with plaintiffs and defendants to achieve an optimal settlement.
• Ensure strong security in the financial processing of claims, information, and claims files.
• Direct expert inspections for potential fraud issues by working collaboratively with third-party entities.
Liberty Mutual InsuranceBilingual Claims Contact Center Supervisor
Mar. 2019 - Jun. 2021Plano, Texas• Coordinate continuous improvement of performance metrics by implementing programs for skills development, team support, peer coaching, and career & life goal mapping for 12 bilingual reps. • Provide key insights as member of Orion Focus Group by programming talking points into the claims capture system, making it easier to update, and saving overall costs. • Partner cross-functionally to elevate the Spanish customer experience in claims, including the Bilingual CX project offering 24/7 support. • Collaborate with team members to transform process of transferring calls to Spanish Language Line, resulting in reduced expenses. • Showcase exceptional cross-functional leadership skills to help 17 team members earn promotions within the company. • Serve as a key member of the GRN Taskforce by creating marketing materials and driving utilization. • Integral part of Problem-Solving Team created to strengthen employee opinion surveys and questionnaires. • Team up with internal leaders to roll out "Work From Home Pulse Check Program" by supporting & elevating mental health of employees during pandemic. • Piloted new software Quantum Metric to improve performance, coaching conversations, and 1-on-1 mentoring. • Acted as Digital Ambassador for Plano office within the "Win with Digital” Focus Group.
Liberty Mutual InsuranceSenior Bilingual Claims Representative
Apr. 2017 - Mar. 2019Plano, Texas• Led training programs for new hires by providing 1-on-1 coaching, enrichment sessions, and mentoring to elevate performance. • Partner with company leadership & peers to implement continuous improvement, facilitate professional development programs, and optimize process workflows. • Provided critical insights as member of Spanish Quality Improvement team to boost performance within SLL.
MyTelemedicine.comHispanic Market Director
May. 2016 - Nov. 2016Mckinney, Texas• Orchestrated innovative business development programs for the Hispanic D2C and B2B markets. • Oversaw social media management, content development, and advertising campaigns to boost customer engagement, increase leads, and grow brand awareness. • Managed client relations by strengthening relationships with Hispanic partners (Univision, Apoyo, Seguro). • Utilized creative team leadership to coach, mentor, and develop team of brokers/re-sellers.
Central Kia of PlanoInternet Sales Manager
Oct. 2015 - May. 2016Plano, Texas• Coordinated lead management by consistently answering/delegating internet inquiries in a timely manner. • Leveraged unique cold calling strategies to connect with 50 prospects per day, build relationships, and conduct follow-up. • Led Hispanic sales initiative for sales & service by outlining strategic planning & goals, executing campaigns, and monitoring performance management.
AutoNationProduct Specialist
Apr. 2015 - Aug. 2015North Richland Hills, Texas• Partnered with BDC team to streamline lead management for Spanish internet inquiries. • Showcased emotional intelligence & interpersonal skills to consistently achieve top-ranking salesperson honors monthly. • Delivered client-focused solutions by understanding individual needs and ensuring optimal customer experience.
Central Kia of PlanoSales Associate
Jul. 2014 - Jan. 2015Plano, TexasInternet Sales Manager/Spanish Customer Liaison
Huffines Auto DealershipsAutomotive Consultant
Sep. 2011 - Jul. 2014Mckinney, Texas• Directed strategic initiatives for Hyundai Certified Pre-Owned Program, resulting in an increase in sales & brand awareness. • Earned Salesperson of the Month 6 times through excellent customer service, lead management, and sales performance. • Optimized system for fielding incoming sales calls, resulting in minimized disruptions, elevated customer service, and increased closing rate.
AT&TNational Retail Sales Manager
May. 2010 - Sep. 2011Plano, TexasNational Retail Field Representative for Fry's Electronics, Best Buy Mobile & RadioShack
Harry & DavidAssistant Sales Manager
Nov. 2009 - May. 2010Allen, TexasASM at Harry & David outlet store
Kenneth ColeCustomer Wardrobe Specialist
Jan. 2009 - Dec. 2010Allen, TexasSales Associate at Kenneth Cole Outlet in Allen, Texas. Assisted customers with their purchases and selections. Opening and closing duties alongside management team
Rec Loans 360 LLC
Dallas, Texas, United States
Integrated Lifestyles
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